Client Manager

Provident Energy Management Inc. is a leading Energy Services Company (ESCO) in the Greater Toronto Area that specializes in the multi-residential market, with an emphasis on high rise condominiums. Since 1985, we have supported our clients' energy savings and sustainability objectives through our provision of state-of-the-art building automation and sub-metering services.

Provident's 100+ person team includes engineers, certified energy managers, and building systems engineering technologists among other disciplines. We are focused on providing our team with professional development and growth opportunities along with challenging work and a supportive environment.

We are proud of our diversity and positive work culture. Provident offers regular company and team-building events, as well as competitive compensation and benefits package including a Health Spending Account, Group RRSP and Flex Days.

The Client Manager (6-12 month contract) plays a key role in overseeing Provident's building portfolio and will be responsible for managing the end-to-end relationships with new and existing clients within an assigned book of business. The Client Manager role develops strong, positive, business-to-business relationships with a defined portfolio of clients. This is achieved through maintaining close client contact, understanding the client's needs, and their strategic direction. Success in this role requires excellent client service through proactive communication, facilitation of client requests, and working across internal teams to resolve inquiries. The Client Manager acts as the first point of contact for general inquiries such as billing, product/process clarification and dispute resolution.

RESPONSIBILITIES

Essential Duties and Responsibilities include, but are not limited to the following:

• Support building owners and Property Managers in partnership with the sales team.
• Work with all stakeholders and establish a productive relationship as a trusted partner, both internally and externally.
• Perform first level screening and resolution of client queries on a daily basis.
• Ensure timely and accurate summary of client inquiries to support the Sr Manager, Client & Sales Operations with inquiry resolution when escalating issues.
• Obtain documentation relating to inquiries supporting property stakeholders, conveying relevant information to various internal teams as required.
• Assist in outreach programs and client communications that enhance Provident's program delivery.
• Provide supplemental training supporting enrollment or billing activities as required.
• Attend in-person and virtual meetings to represent Provident and maintain and establish strong relationships.
• Actively participate in internal meetings, providing status reports verbal or written status updates.
• Analyze and audit data while resolving typical inquiries using technical or non-technical resources.
• Maintain process and procedures for delivery of outreach programs for all utility types.
• Share or produce reports related to enrollments, consumption, billing, and remittances for clients as requested.
• Proactively identify and make recommendations for business improvement processes.
• Maintain customer files in the internal company databases, making all necessary updates.
• Participate in special projects, initiatives, sales calls, and other opportunities as assigned.
• All other duties as assigned to meet Company objectives.

REQUIREMENTS

• Post-secondary education or equivalent work experience and/or prior related work experience in utility metering or billing.
• Direct experience supporting and interacting with key business to business (B2B) clients is required.
• Knowledge of or experience working with property management groups is considered a strong asset.
• Outgoing, highly motivated, service-oriented self-starter.
• Excellent planning, organization, and verbal/written communication skills
• Ability to confidently present information to internal and external teams including Property Managers.
• Strong proficiency in MS Office (Excel, PowerPoint, Sharepoint) and familiarity with Salesforce or other similar CRM.
• Demonstrated ability to work independently within compressed timelines.
• Ability to prioritize, solve, and where appropriate, escalate problems.
• Strong decision making and analytical skills.

• Office environment
• Manual dexterity required to use desktop computer and peripherals.
• Ability to attend presentations including outside regular business hours, as required.
• Overtime as required.
• Lifting or moving up to 10lbs may be required.

The Company has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act Our Accessibility policies are available in a number of formats. Should you wish access to these documents, or should you require any accommodations, please contact Human Resources.